Service Cordinator

571374BR

**Why Kyndryl**
- Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.-
**Your Role and Responsibilities**
- Major Incident Manager Job Description
- This role manages Severity 1 Major Incidents that are impacting the client on a production or financial environment. The Major Incident Manager (MIM) is expected manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow ups required to accelerate the recovery process and mitigate the Business impact to the client.The major Incident manager will also document all actions and progress made and is responsible of the interaction/proper communication with DPE, PE product development, management and/or Senior management during crisis situations to ensure a high level of customer satisfaction. MIM will be engaged in problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the individual customer's environment.
- Main responsibilities**Required Technical and Professional Expertise**
- Required Professional and Technical Expertise
- ITIL knowledge (certified preferably). Knowledge on hardware and software products (UNIX, Windows, AS400, Storage and Network Systems)-High School Diploma/GED-At least 2 years’ experience in Service Management-At least 1-year experience in Client Facing-English: FluentCritical Thinking, Problem Solving.Leadership Capacity, Ownership and accountability.Active Listening and confidence to provide recommendations.Assertive communication (verbal and written skills), ability and confidence to act with decisiveness on critical decisions.Exerciseinfluence over a wide range of individuals at all levels of technical & business leadership-Ability to multi-task and to learn and develop quickly and challenge information if the response does not fit the situation-Strong interpersonal skills to build trust relationships.Preferred Professional and Technical Expertise-Bachelor's Degree in Information Technologyor equivalent experience-At least 2 years’ experience in Service Management-ITIL certified-English: FluentPreferred Education-Bachelor's Degree in information technology.

**Preferred Technical and Professional Experience**
- Perform Communications with Clarity;Perform Cross IBM Management & Teaming;Perform Process Coordination;Use Business Writing Skills;Use Collaborative Tools;Use Communication Skills; Fluent English Level. Strong verbal and written communication skills. Ability to work under pressure. Strong negotiation skills. Strong Analytic skills. Escalation Management Project management experience. Incident, problem and change experience. Major Incident Management experience. ITIL Certified. Agile Experience. Service Management Experience.

**Required Education**
- Bachelor's Degree

**Preferred Education**
- Bachelor's Degree

**Country/Region**
- Costa Rica

**State / Province**
- HEREDIA

**City / Township / Village**
- Heredia
- Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Other things to know**

**Primary job category**
- Technical Specialist

**Role ( Job Role )**
- Service Coordinator

**Employment Type**
- Full-Time

**Contract type**
- Regular

**Position Type**
- Early Professional

**Travel Required**
- No Travel

**Company**
- (Y014) Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada

**Is this role a commissionable/sales incentive based position?**
- No